Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-11-07
2006-11-07
Deane, Jr., William J. (Department: 2642)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265110, C379S265120
Reexamination Certificate
active
07133520
ABSTRACT:
A method and apparatus are provided for assigning agents of an automatic call distributor to incoming calls of a plurality of call types handled by the automatic call distributor. The method includes the steps of determining a target occupancy matrix including a target occupancy for each agent of the agents of the automatic call distributor for each call type of the plurality of call types. The method further includes the steps of processing a call of a first type of the types determined in the target occupancy matrix and assigning the call to an agent of the agents of the automatic call distributor with a largest relative difference between an actual occupancy of calls of the first type handled by the agent and the target occupancy of calls of the first type determined for the agent in the target occupancy matrix.
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Doyle Robert
Fertig Kenneth W.
Uckun N. Serdar
Wang Xuemei
Williams Laird C.
Deane, Jr. William J.
Rockwell Electronic Commerce Technologies LLC
Welsh & Katz Ltd.
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